A NUMBERS GAME - Figuring out directory enquiry service charges - MONEY - Consumers' Association of Ireland
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
www.thecai.ie
FEBRUARY 2021
A NUMBERS GAME –
Figuring out directory enquiry
service charges
MONEY LIFESTYLE PRODUCT TESTS
PROPERTY SERVICES DIRECTORY ENQUIRIES TELEVISIONS
CUSTOMS CHARGES CONSUMER RIGHTS EURO NCAP RESULTS
www.thecai.ie
The February 2021
Consumers'
Association of
Ireland Dear Member,
The Council is the We are hearing from every element of business and service challenge, investigate, contribute and highlight the shortfalls in
policy-making body provider of the challenges they are facing in terms of continuity, our protections for Irish consumers both at home and within the
of CAI. Members are despite the assistance of State funding and supports that have EU”
elected from within allowed employees to manage some realistic form of personal and that:
the CAI's membership financial management. These are, indeed, desperate times for “The CAI has no access to Covid-related supports or to
at the Annual General too many. any form of State supports whatsoever”
Meeting. We have always outlined, to the best of our ability, We closed with an appeal to An Taoiseach to meet
that the CAI, through its independent status, has relied upon the with us, to acknowledge our contributions and our value
Council consumer to fund its work through personal subscription. There potential and to help us secure our future capacity to meet
Members is continuing support from you, our Members, and extraordinary current demands and those of the next generation of consumers.
generosity from the volunteers who make up our Council and We will keep you informed of our progress.
Chairperson staff that is sustaining us in our efforts. Of course, it unsurprising In July, the Consumers’ Association of Ireland will be
Michael Kilcoyne that this has diminished in recent years and, certainly, in the last 55 years old. We look forward to celebrating it with
Vice-Chairperson 10 months. But we have cut our cloth according to our means – you all as we look to the challenges ahead – of
Raymond O'Rourke
and have become quite adept at this! which there will be many!
Hon Secretary
In this context we recently wrote to An Taoiseach,
Elaine Bolger
Hon Treasurer Micheál Martin T.D., outlining that:
Richard Donohue “Ireland needs and deserves a strong, resourced,
Council Members active and engaged independent Consumer Association to
Steen Bruun-Nielsen
James Wims
Our Reports Consumer Choice Published Material
Reports in Consumer Choice are based on Consumer Choice is published by No part of this publication may be reproduced,
market research, laboratory tests or user the Consumers' Association of Ireland stored in a retrieval system, or transmitted in
surveys, all of which are independently and (CAI) Limited, a wholly independent, non- any form without obtaining prior permission
scientifically conducted. Free goods are government, non-profit making body. CAI from the Council by contacting the Consumer
never accepted for testing – all samples was founded in 1966 to protect and promote Choice office. It may not be used for any form of
are purchased. Occasionally items may be the interests of the consumers of goods and advertising, sales promotion or publicity.
borrowed for review purposes only. services, and to enhance the quality of life for
The reports are produced in the main consumers. CAI is registered with charitable © Consumers’ Association of Ireland 2021
by our own Editorial staff. Some material status: CHY 8559. ISSN 0790-486X
is occasionally drawn from other foreign Advertising is not accepted for publication.
independent consumer magazines. Consumer Choice is available on a subscription
Because Consumer Choice carries no basis only. To facilitate banking requirements Staff
commercial advertising it is not swayed by all cancellations must be advised, by letter or Policy and Council Advisor
bias or influence and can point out advantages email only, a full 30 days in advance. Where Dermott Jewell
and flaws in goods and services that other a bank applies a €24 chargeback fee for a
Member/customer advised cancellation we Design/Typeset
magazines may not be able to do.
will deduct same from any refund requests. To
Reports on any article relate only to the Denzil Lacey (Zava Media)
subscribe please write to:
articles or goods mentioned, and not to any
Consumer Choice,
other article of the same or similar description.
120/121 Baggot Street Lower,
Managing Editor
We do not necessarily price or report on all Clodagh O'Donoghue
Dublin 2
brands or models within the class, and the
exclusion of any brand or model should not be Researchers
Tel (01) 659 9430
taken as a reflection on it. Róisín Moloney Weekes
Email cai@thecai.ie
www.thecai.ie Atousa Motameni
Social Media:
1 www.thecai.ie February 2021
Contents www.twitter.com/The_CAI
www.facebook.com/
ConsumersAssociationIreland
10 Customs Charges Post-Brexit
23 Televisions
MONEY LIFESTYLE PRODUCT TESTS
6 Money News 10 Customs Charges Post- 18 Euro NCAP Results 2020
The latest developments in Brexit Euro NCAP’s 2020 test results
money matters, including What do online shoppers need to reveal the safest cars on the road
cross-border consumer rights know about buying from UK-based and consider if Assisted Driving
post-Brexit and the implica- traders and the additional costs that systems can ease the driving
tions for mobile roaming. may apply? challenge while keeping the
driver in control.
15 Consumer Protection 12 A Numbers Game –
Within Property Figuring Out Directory 23 Televisions
Services Enquiry Service Charges Talking pictures….Which TV mod-
Consumer Choice investigates Given the huge variation in directory els have brilliant image
the protection afforded by the enquiry call costs, consumers need quality and superb sound to
Property Services Regulatory to find out in advance what they will match to help make the most of
Authority to consumers. be charged to avoid the potential for your nights in?
bill shock.
15 Consumer Protection Within
Property Services
18 Euro NCAP Results 2020
2 www.thecai.ie February 2021
News Briefs by Dermott Jewell
NEWS BRIEFS
Banks of the Oh! Hi! OOH!
Recently, although with limited media coverage, four of Ireland’s pillar
banks joined in making an application for introducing a new digital
payment system to take on the new fintech challengers to their long-
established marketplace position. AIB, Bank of Ireland, Permanent TSB
Heartwarning News
and KBC Ireland alerted the Competition and Consumer Protection
Commission (CCPC) of its joint venture. The project is in the form of Intermittent atrial fibrillation, or AFib, can increase the risk of
stroke by up to five times and research shows that many cases go
another new app-based payment system that would allow customers of
undiagnosed. Enter biomedical engineer, Oisín McGrath, whose
the four banks to easily engage with each other. This, of course, is not
own experience has brought him to focus on a solution. Through
new but is in response to competitive innovations and decidedly less costly his biomedical engineering studies at NUI Galway he, together
initiatives from the newer banking structures such as Revolut – which have with the support of a software entrepreneur and an electronic
taken quite a presence in Ireland. In a not surprising act of bravado and engineer, focused on cardiology so they could investigate and
confidence, the big four, together with Banking and Payments Federation develop alternative and improved ways to monitor heart activ-
Ireland (BPFI), formed a new company called Synch Payments. Interest- ity. The result is Galenband, a wrist-worn heart monitor. But
ingly, in recent days, it has been announced that the CCPC rejected the this is no ordinary monitor as the team claim that it can detect
proposed joint venture stating that the banks had failed to provide full what is referred to as ‘silent AFib’, a rhythm irregularity that is
details of the proposed transaction. However, this will be revisited without asymptomatic and difficult to detect. Catching this silent condi-
tion early is a key innovation and especially in a market where,
delay, as there will be no further time – or money – lost by the banks in
according to these experts, patients are underserved by current
their late attempt to meet the long-awaited competitive challenge to their
monitoring devices. This inventive device, they claim, has the
long-established and costly presence. potential to vastly reduce the risk of stroke. That, offers a life-
The status quo banks like AIB and Bank of Ireland have come changing and life-saving potential that many of us may not have
under increasing pressure in recent years through the entry of new provid- known we even needed.
ers offering quick, affordable app-based payments. A welcome change.
I AM SPARTACUS
In what I consider we will be hearing very much of in the coming months,
it is unsurprising that a new coalition of health and technology leaders has
formed and now announced the creation of an initiative that aims to enable
individuals to prove they have been vaccinated against Covid-19. The Vac-
cination Credit Initiative (VCI) will allow consumers who are vaccinated
access their vaccination records digitally in a secure and verifiable way
that will, obviously, serve as a form of vaccination passport where, on a
global scale, governments, airlines and business operations and services of
every kind will either request or be required to ascertain verifiable proof of
vaccination in the future. There is already a focus and discussion around
this, around the world. In something akin to our tapping for purchases, the
focus is to offering the holder an encrypted digital copy of their immuni-
sation credentials to store in a digital wallet of their choice. There is no
doubt but that some format and, more to the point, a number of formats
for proving vaccination will be necessitated. Key to this will be an acknowl-
edgement that not everyone has, wants or can afford a smart device and it
is important that there is consideration of a hard-copy option which, for
example, could come in a printed format with QR codes and similar, verifi-
able, credentials.
February 2021
www.thecai.ie www.thecai.ie 3
February 2021
A Bit of Good News
Revenue updated its guidance on e-working tax reliefs your electricity and heat costs and 30% of your broadband
last year for all those (all of us!) forced to work remotely costs, based on the number of days you have worked from
during the pandemic, outlining that an employer may pay home. The Association of Chartered Certified Accountants
an employee up to €3.20 per day to cover the additional consider that an individual working from home since March
costs of working from home. Great. However, if you are 2020 (remember that?) could claim around €200 for home
self-employed or if your employer did not or could not opt to office expenses. Well, they should know. And, now you do
reimburse you for these costs, you could claim up to 10% of too!
BACK TO EARTH
The Traditional Medicine Group is an international collaboration of scientists from Swan-
sea University, Brazil and Northern Ireland. Together, they have discovered that soil used
in ancient Irish folk medicine, in the west Fermanagh scarplands, contains several species
of antibiotic-producing organisms. This is not the first time the soil has been found to
produce superbug-fighting qualities. In 2018, an analysis of the soil there led to the team
discovering a previously unknown strain of bacteria, effective against four of the top six
hospital superbugs that are resistant to antibiotics, including MRSA. Now, the group has
discovered that the latest finding identified an even wider range of antimicrobial activity
than the previous discovery. This Fermanagh area has given up caves, alkaline grassland
and bog that are scattered with many remnants of Neolithic habitation. According to the
OECD, antibiotic-resistant superbugs could kill up to 1.3 million people in Europe by
2050. Recent research from the World Health Organisation also suggests that the Euro-
pean region is now at risk of an accelerated spread of antimicrobial resistance due to the
Covid-19 pandemic. Now, this team of international scientists may have found a potential
answer in Northern Irish soil. Antibiotic tests carried out by the researchers found that the
Streptomyces species inhibits the growth of a number of multi-resistant organisms includ-
ing anaerobic bacteria, which can cause serious infections in deep wounds, and MRSA.
The soil in Northern Ireland has been found to contain Streptomyces.
Carrot and Slick Approach
This year, McDonald’s will test a meat-free burger in several markets as
part of its plant-based menu. This will be one to watch closely because
when McDonalds ran such a test in Canada in April 2020, shares in Be-
yond Meat, which made the meat-free patties for the Canadian test, fell by
almost 6% on the day and the stock was briefly halted due to the level of
volatility. Other international McDonald’s markets have found more suc-
cess with meatless burgers. In Germany, McDonald’s has added veggie
burgers made by Nestlé to its menus. In the US, Burger King, introduced
a plant-based Whopper with a patty made by a privately held company,
Impossible Foods. A former McDonald’s CEO was an early investor in Be-
yond and is a member of its Board. Investors have therefore speculated
that the connection between the two companies could mean a long-term
partnership that will make Beyond the key supplier to the largest US res-
taurant chain by turnover. Taken in the context, this involves multi-million
sales, and, as McDonald’s has just released an investor update predicting
system-wide sales growth of between 5% and 7% in 2021 and 2022, I see
great days ahead for vegetable growers!
February 2021
www.thecai.ie 4
February 2021
www.thecai.ie
FOOD & HEALTH/News by Clodagh O’Donoghue Food & Health News Takeaway message The Food Safety Authority of Ireland (FSAI) of cockroaches, unsuitable storage facilities, The FSAI’s Dr Byrne noted at the time that has reported that 2020 saw 42 Enforcement failure to maintain appropriate temperatures “sushi is a very high-risk product because it Orders served on food businesses for for foodstuffs and a lack of water facilities. The contains raw fish that must be kept chilled to breaches in food safety legislation. This FSAI reiterates the importance of robust food reduce the growth of harmful bacteria”. Sushi compares to 125 Enforcement Orders served safety management practices and the legal also contains rice, which must similarly be in 2019, but the figures do not necessarily responsibility of food businesses to ensure kept chilled as it is a ready-to-eat product. The indicate a major improvement in food safety that the food they sell complies with food takeaway businesses in question were found practices. Instead, the decrease largely safety legislation and is, crucially, safe for the to have seriously breached food legislation reflects the fact that significant numbers of consumer to eat. and food safety controls with food being food businesses were shut for long periods One aspect of the food industry produced, processed and distributed in an during the year due to Covid-19 restrictions. In that has been maintained throughout even unsatisfactory and unclean environment, with this context, FSAI Chief Executive Dr. Pamela the most severe Covid-19 restrictions is an absence of record keeping or safe practice Byrne notes that 42 Enforcement Orders are the takeaway option, but you should be when handling raw fish and cooked rice, and “still too many, as it shows that, unfortunately, careful that you only order takeaway food with no monitoring of the cold chain and no there continues to be a minority of food from a bona fide established food business evidence of traceability of raw ingredients – all businesses not complying with their legal that is fully registered and regulated. The of which pose a “grave and immediate danger requirements”. importance of knowing where your meal is to consumer health”. Enforcement Orders are only served coming from and of not consuming food from In urging consumers to only buy when serious breaches occur and, between 1st an unregistered and, therefore, unsupervised from established food businesses, Dr Byrne January and 31st December, 2020, there were food business was highlighted late last notes that, if anyone has concerns about the 31 Closure Orders, two Improvement Orders year. Among the Closure Orders issued by legitimacy of a food business, they can contact and nine Prohibition Orders served. Recurring the FSAI in October 2020 were three online the FSAI through its online complaint form at food safety issues included filthy premises, unregistered sushi takeaways operating from www.fsai.ie/makeitbetter and the organisation evidence of rodent infestations, the presence the bedroom of a house in Santry in Dublin. will follow up on all notifications. Brexit implications for online prescriptions from UK-based doctors With the recent growth in online medical the UK, the prescription will not be valid in an Irish website. Thus, if a teleconsultation consultations, Irish consumers need to be Ireland. is carried out for a patient based in Ireland aware that pharmacists here will be unable to New legislation introduced by a UK-based doctor, neither a digital nor fill online prescriptions from doctors based in post-Brexit means that hard copies of a physical prescription resulting from that the UK (including Northern Ireland). Use of medical prescriptions from a face-to-face teleconsultation will be acceptable and online medical consultations has increased visit with a UK-based prescriber will still be pharmacists here will not be able to dispense during the current pandemic as local GP recognised, to enable patients travelling it. As a result, the IPU urges consumers to services have become harder to access and between jurisdictions to continue to access be mindful of this legislative change when as many consumers try to avoid face-to-face healthcare and be able to get prescribed engaging in an online consultation and to visits. However, the Irish Pharmacy Union medications even when they are not in their ensure that the prescriber is based in Ireland. (IPU) has warned that, following Brexit, if you home country. However, the new legislation UK prescriptions issued before 1st January use an online teleconsultation to get your does not extend to online prescriptions, even 2021 following a teleconsultation that are still prescription and if the prescriber is based in if the teleconsultation is accessed through in date remain valid. 5 www.thecai.ie February 2021
MONEY NEWS
Money News Money News by Clodagh O'Donoghue
Consumer Rights ECC Ireland has outlined the rights and redress options
that Irish consumers can rely on following the UK’s de-
Post-Brexit parture from the EU.
Since the start of this year, the EU and the leaving Northern Ireland. Additional costs
UK have become two separate markets with Since the beginning of this year, Irish
distinct regulatory and legal provisions but Redress options consumers who shop directly from the
with preferential arrangements in a number of Where Irish consumers buy from a UK UK (excluding Northern Ireland) and
areas, including trade in goods and services, trader that has a registered presence in whose order is shipped from the UK will
online and offline, that will ensure that Ireland, their rights to a refund, repair or incur additional costs. However, where
consumers’ rights continue to be respected. replacement and their redress options you buy from a UK website or brand
The European Consumer Centre Ireland (ECC are unchanged. If you have a complaint that has a registered base in Ireland
Ireland) is the port of call for Irish consumers against a UK brand with a retail presence and you buy from the Irish company or
who encounter problems when shopping in Ireland, advice can be sought from the your purchase is delivered from a base
for goods and services in other EU countries, Competition and Consumer Protection elsewhere in the EU, no additional costs
and it continues to offer assistance with Commission (CCPC) at ccpc.ie. will apply. The additional costs that
complaints against UK traders post-Brexit Consumers based in the apply when purchasing from UK traders
in cooperation with the Consumer Centre Republic of Ireland who have a complaint operating from or through websites in
UK. ECC Ireland has outlined the rights and involving a trader based in the UK the UK include import charges, duty and
redress options that Irish consumers can now (including Northern Ireland) can seek VAT – just as they do when you buy from
expect when they deal with a UK trader. assistance from ECC Ireland, which in any other third country outside the EU.
2021 is working in collaboration with To avoid unwelcome surprises
Rights the Consumer Centre UK to facilitate when ordering online from the UK,
Irish consumers enjoy clear rights when resolution for disputes that were still consumers should make sure to read the
buying goods and services anywhere in ongoing as of 31st December 2020 and terms and conditions and the delivery
the EU. These rights cover such areas any new disputes arising in 2021. This information carefully. All websites
as contract information, guarantees, arrangement will continue until further that sell goods into the EU must inform
returns, shipping and delivery. These notice. For consumer complaints, ECC consumers about the total price of goods
consumer rights remain unchanged if Ireland may be contacted through its and services, including all taxes and any
you buy from a UK shop or brand that has website at eccireland.ie/contact-us/. other charges. If these costs cannot be
a registered presence in Ireland. For disputes involving a trader calculated in advance, the consumer
Under the Brexit deal, the based in the UK or outside the EU/EEA must be informed that additional
UK and the EU have committed to who has marketed goods in Ireland, it charges may be payable.
maintaining current EU-type consumer may be possible to initiate legal action Where an Irish consumer
protections on a mutual basis. Generally through the Irish court system. However, returns a purchase on which they have
speaking, EU consumer rules will apply asserting your consumer rights with paid taxes to a seller in the UK, they may
to goods and services purchased in the a trader based outside the EU can be able to claim these customs duties
EU, including where you have purchased prove difficult in practice. Moreover, back. Revenue outlines the process on
from a non-EU online trader – which now EU customers will no longer be able to its website, revenue.ie.
include UK traders – that has specifically seek resolution for disputes with UK
targeted EU consumers. However, since traders through the European Small Useful contacts
January 1st, where an Irish consumer Claims Procedure or the Online Dispute
has shopped directly from the UK Resolution procedure and platform. In European Consumer Centre Ireland
(excluding Northern Ireland), attaching cases of non-delivery of a purchase eccireland.ie
consumer rights will be set down in from a UK or non-EU trader, the most tel: 01 8797620
UK law, which is similar to and based convenient means of redress is to initiate email: info@eccireland.ie
on EU law. Under the agreed Protocol a chargeback with your bank or financial
on Ireland and Northern Ireland, EU institution, whereby the transaction may Competition and Consumer Protection
customs rules and procedures generally be reversed. Commission
continue to apply to goods entering and ccpc.ie
tel: 01 402 5555/1890 432 432
www.thecai.ie February 2021
6 www.thecai.ie
Roaming charges update
Since 15th June 2017, Irish consumers have plans to reintroduce roaming charges in the UK post-Brexit)
have enjoyed Roam Like At Home for EU consumers travelling to the UK.
(RLAH) rates when travelling to other The Commission for Communications • being alerted when charges are incurred
EU countries, so that they are charged Regulation (ComReg) advises Irish or the data roaming cap (€61.50 including
the domestic retail price for using their consumers to confirm the situation with VAT) is reached
mobile phone when they are away. This their provider before travelling and to
EU-wide initiative brought an end to check the prices and mobile allowances • being informed about how to avoid
the sometimes-astronomical rates that that will apply if they visit the UK. inadvertent roaming
telecommunications providers charged ComReg further notes that,
their customers across Europe when they regardless of the commercial approach • being notified if their contractual terms
were travelling abroad. Post-Brexit, with adopted by Irish mobile operators, are changed
the UK no longer an EU member state, Irish consumers will continue to enjoy a number
consumers are not entitled under EU law of legal protections in relation to roaming. ComReg will continue to
to the agreed RLAH rates when travelling These include monitor compliance to ensure that mobile
to the UK. However, most of the major operators abide by their obligations
telecommunications providers have said • being informed of any roaming charges and any consumer complaints can be
that there will be no immediate changes for they could incur if and when they use submitted by email to consumerline@
consumers and that they do not currently mobile devices outside of the EU (including comreg.ie or by phone on 01 8049668.
Broadband and mobile service use in the pandemic
Although telecommunications networks report an increase in browsing the internet broadband – typically accessed through use
are generally coping well with the increased or reading the news online and over a third of a dongle – continues to be a challenge for
demand for broadband and mobile services cite an increase in video calling, using social the 12% of workers who need it to work from
since the start of the pandemic, there is media and/or shopping online for essential home.
a growing willingness among consumers household items. ComReg notes that these
to spend more on broadband for better findings point to the long-term impact that
service in 2021 – especially among those the Covid-19 experience is exerting on Irish
who are working from home and families households’ use and reliance on the internet.
with children. A fourth-quarter 2020 survey Despite anticipated network
from the Commission for Communications pressures, 77% of survey participants said
Regulation (ComReg) has looked at the that their current home broadband was
impact of Covid-19 on consumer usage of adequate to meet their household’s needs,
broadband and mobile services and overall with the over-65 age group the most satisfied
satisfaction with telecommunications in with their current service. Nonetheless, a
Ireland since the introduction of restrictions, quarter of respondents believe that their
with a particular focus on those using services home broadband has worsened since the
to work from home. beginning of the pandemic and 56% of
Among survey participants, those surveyed would be willing to spend
76% reported increased data usage at more to enjoy improved broadband service.
home due to Covid-related restrictions, Meanwhile, online shopping remains strong,
with the 16 to 24 age group most likely to with almost half of survey participants
have increased their online activities since reporting an increase in buying both essential
March 1st, especially streaming and video and non-essential items online since the
calling. Among the over 65s, more than half pandemic began. However, adequate mobile
February
February2021
2021
7 www.thecai.ie
www.thecai.ie
Product/Tech News
Product News by Clodagh O'Donoghue
Charger safety
Charging our phones and various other devices is a necessity of 9. The charger should come with instructions or a safety manual
modern life but consumers are reminded that they need to make and appropriate safety warnings in clear unbroken English and/or
sure that any and all electrical chargers in use in their home are Irish and tell you how to use and dispose of the product safely.
safe. According to the National Standards Authority of Ireland,
almost one in five fatal fires in Ireland have been caused by unsafe The CCPC urges consumers who come across an electrical
electrical chargers or other electrical appliances. charger that seems unsafe or that lacks a CE mark to contact it
With a number of phone manufacturers now opting to no through its website at ccpc.ie or by phone on 01 402 5555 with
longer include chargers in the box with their device, consumers details of the product and where it is on sale.
will need to source their own compatible charger and this should As well as purchasing a quality product, there are some
be a quality product that complies with the European Union (Low precautions you should take when using an electrical charger.
Voltage Electrical Equipment) Regulations 2016. The Competition Ensure to read and follow the manufacturer’s instructions and avoid
and Consumer Protection Commission (CCPC) has issued a list of leaving a charging device unattended as it can pose a fire hazard
tips for buying these items, also known as power adaptors, USB if left plugged in. In addition, do not charge devices overnight and
chargers, or wall chargers. make sure to unplug them once they are fully charged. Be careful
where you charge your device and do not leave it on a flammable
1. Always buy an electrical charger from a reputable retailer. surface or covered with flammable material, such as a duvet or
pillow, as devices can become warm when charging and there is
2. Make sure that the product has a CE mark to show it complies potential fire risk. Avoid overloading wall sockets using extension
with EU safety regulations and standards. leads and multi-plug adaptors and keep the number of devices
plugged into a single socket to a minimum to, again, reduce the risk
3. Avoid buying a cheap electrical charger as poor-quality products of fire.
may not comply with EU regulations and are associated with a
higher risk of fire or damage to your device.
4. Avoid unbranded electrical chargers that do not have the
registered company name, trademark and address of the
manufacturer and the EU importer on the device itself, its labelling
or packaging.
5. Check that the label includes clear and full contact details for the
manufacturer and that all words are spelled correctly.
6. Ensure that the charger is suitable for a three-pin wall socket and
avoid products with a two-pin plug as these items should not be
sold in Ireland.
7. Make sure to only buy a charger that is compatible with your
device, as using a charger that is not suitable could damage the
device or pose a fire or explosion risk.
8. Be wary of cheap electrical chargers as these may not be genuine
even if they have the logo of a well-known brand.
The products featured on these pages have not been tested by the Consumers’ Association of Ireland and
their inclusion here is not, in any way, an endorsement of them.
8 www.thecai.ie February 2021
Ecover product recall An urgent product recall has been issued for certain bottles of Ecover Zero Non Bio Laundry Liquid 1.5 litres sold at a limited number of locations in the Irish market since November 2020. The affected bottles contain dangerous levels of potassium hydroxide that can cause the bottle to leak. Coming into contact with the liquid could result in harm to skin and eyes, including causing skin burns or eye damage. As a result, the company is recalling affected bottles from retailers and consumers immediately. Ecover believes that affected bottles were sold in shops in Dublin, Athlone, Naas and Portlaoise, and consumers who may have the product in their homes are urged to check the batch number. This issue affects certain bottles of the product bearing one of two specific batch codes, and consumers can check if they have an affected product at a dedicated recall website, www.ecoverukrecall.com. Through the website, the company will organise collection of the bottles directly from consumers, following Covid-19 protocols and precautions, as well as offering refunds and additional information and support. Consumers are strongly advised not to open or use the affected product due to the harmful levels of potassium hydroxide involved and consumers should wear gloves when handling any leaking bottles. A consumer hotline is also provided at 0044345 130 2230 for consumers who wish to speak with a consumer representative but charges will apply. See-through screens Due to the ongoing global pandemic, the annual Consumer of the other side of the screen. LG notes that the screen does Electronics Show (CES) went virtual in 2021, with companies not have to be placed at the end of a bed and can be moved showing off their wares in online showrooms rather than on around the home as required. the usual vast exhibition floor. The TV category is always a LG is touting its new technology as both a smart hub of innovation at the event and South Korean company home device and one that could be used in public settings. LG never fails to have something new to offer – and this year, For example, one suggested use is as a restaurant partition, there was considerable buzz around its near-transparent with a screen between customers that can display menu OLED TV screen that lets you see through it even when it is items or video while people wait for their food, while still turned on and displaying an image. letting them watch the chef at work. Suggested public Although transparent screens are not an entirely transportation uses include a subway train window that can new concept, with both Samsung and Panasonic working show route information, weather news, and maps while still on this technology, LG recently showed off its 55-inch OLED letting passengers look outside at the view. TV screen that achieves 40% transparency, up from 10% Although it remains a concept at the moment, transparency of previous LCD screens. LG’s concept was the future could produce displays that are so cheap and displayed in its Smart Bed, which positioned the screen at ubiquitous that video information could appear on any the foot of a bed, where it can be raised partially to show normally transparent surfaces, from windows to glass coffee information, such as time or weather, on a digital banner or tables. fully to display videos or TV shows while still allowing a view Innovative dust-busting South Korean manufacturer LG had a busy time at the 2021 online-only Consumer Electronics Show, held 11th to 14th January, with innovative concepts and devices in a range of categories, including floor cleaning. LG used CES 2021 to debut its new LG CordZero ThinQ A9 Kompressor+, a cordless vacuum cleaner with a neat trick up its sleeve. Most cordless vacuum cleaners are bagless so that the dust container will need to be emptied regularly, creating problems for allergy sufferers due to the potential for a cloud of dust and particles to rise as the contents are being dumped into a bin. LG’s new A9 Kompressor+ takes care of that messy task, however, with a handy auto-emptying dust container. The device’s charging station doubles as a large dustbin and each time the CordZero ThinQ A9 Kompressor+ is slotted into position, before recharging the battery, the contents of its onboard dust container are sucked out and into the larger dust bag. There is also a button for triggering a manual clean if you prefer to do the job yourself. Some high-end robot vacuum cleaners work on a similar principle, where their smaller onboard bins automatically offload dust and dirt into a larger container to help avoid having to empty it manually too often. With LG’s new device, though the bin emptying may be automated, you will still have to do the actual vacuuming yourself. The sizeable charging station has a touchscreen display and can house the various accessories that come with the cordless vacuum cleaner, including a Power Carpet Nozzle for removing stubborn dirt and a Power Mop attachment to turn it into a wet mop for cleaning hard floors. There is no current word on availability or pricing – though, given that the regular ThinQ A9 Kompressor cordless vacuum cleaner costs a very hefty $799 (€659 approx.), the new advanced model is unlikely to come cheap. 9 www.thecai.ie February 2021
Lifestyle / Customs duties and charges
Customs Charges Post-Brexit
In a post-Brexit world, Now that the UK has left the EU, it is treated or other tax plus any transport, insurance or
what do online as a third country for the purposes of customs
duty and VAT. Online shoppers need to keep
handling costs after the goods arrive in the
EU. For the calculation of customs duty, the
shoppers need to this in mind when they are dealing with a
seller based in the UK and where their order
customs value is the cost of the goods plus
transport (including postage), insurance
know about buying will be shipped from the UK. All online and handling charges to deliver the goods
shopping packages received from the UK to the EU. The rate of customs duty that
from UK-based (excluding Northern Ireland) will incur Irish VAT applies depends on the goods purchased.
and customs charges depending on the value Some categories of goods, such as digital
traders and the and type of items bought. cameras, have 0% customs duty. Moreover,
additional costs that For goods with a customs value of
less than €22 (including transport, insurance
under the EU-UK Trade and Cooperation
Agreement – known as the Brexit Trade
may apply? and handling charges), the consumer will not Deal – customs charges do not apply to goods
have to pay VAT or customs duty. However, manufactured in the UK. However, if the
goods costing more than €22 and less than goods were manufactured outside of the UK,
€150 will be liable to VAT on import into the EU then customs duty and other charges may
REPORT by Clodagh O’Donoghue
from the UK (with the exception of Northern apply. VAT can apply to purchases from the
Ireland) or other non-EU country. Moreover, UK (excluding Northern Ireland) regardless of
if the goods have an intrinsic value of more where the product was made.
than €150 (excluding transport, insurance The following examples are
and handling charges), they will be liable to provided by Revenue to show how to calculate
VAT on import and customs duty. Excise duty what you owe on goods when you buy online
may also be charged when you order certain from outside of the EU, including the UK.
products, such as tobacco and alcohol, from These examples do not cover all scenarios and
the UK. different administration charges may apply.
VAT is payable on goods at the rate As you can see from the tables, additional
that would apply if they were purchased in charges can greatly increase the initial
Ireland. For the calculation of VAT, the value of purchase price and could cause a consumer
the goods is the customs value plus any duty to rethink their buying decision. Non-EU
10 www.thecai.ie February 2021Example 1 - Goods with a value less than €22
Goods are purchased with a value less than €22
Value
Adult sports socks €15.00
Handling, transport and insurance €2.00
Value for customs purposes (€15 + €2) €17.00
Customs Duty (12%) – Relief from charge as goods cost below €150 threshold €0.00
Value for VAT purposes (€17 + €0) €17.00
VAT (21%) - Relief from charge as value for VAT is below €22 threshold €0.00
An Post or courier handling fee (if applicable) €10.00*
Total import charges (€0 + €0) €0.00
Total cost €27.00
Example 2 - Goods with an intrinsic value of €150 or less
Goods are purchased with an intrinsic value of €150 or less
Value
Adult sports shorts and socks (€40 + €15) €55.00
Handling, transport and insurance €10.00
Value for customs purposes (€55 + €10) €65.00
Customs Duty (12%) - Relief from charge as intrinsic value is less than €150 €0.00
Value for VAT purposes (€65 + €0) €65.00
VAT (21% of €65) €13.65
An Post or courier handling fee (if applicable) €10.00*
Total import charges (€0 + €13.65) €13.65
Total cost €88.65
Example 3 - Goods with an intrinsic value of over €150
Goods are purchased with an intrinsic value of over €150
Value
Adult sports jersey, shorts and socks (€97 + €40 + €15) €152.00
Handling, transport and insurance €15.00
Value for customs purposes (€152 + €15) €167.00
Customs Duty (12% of €97 + 12% of €40 + 12% of €15) €20.04
Value for VAT purposes (€152 + €15 + €20.04) €187.04
VAT (21% of €187.04) €39.28
An Post or courier handling fee (if applicable) €10.00*
Total import charges (€20.04 + €39.28) €59.32
Total cost €236.32
Source: revenue.ie
*Different administration charges may apply – charge quoted here is for illustration purposes only
businesses selling into the EU must explain likely charge an administration or handling fee address.
clearly all taxes and charges involved in the for performing this task. Where an Irish consumer returns
purchase of goods so that the consumer is The additional costs will not apply a purchase on which they have paid taxes
fully informed of the total cost before they when you buy from a UK website or brand that to a seller in the UK, they may be able to
click on the ‘buy’ button. has a registered base in Ireland and you buy claim these customs duties back. Revenue
In some cases, online retailers that from the Irish company or your purchase is outlines the process on its website, revenue.
are registered with Revenue will collect Irish delivered from a base elsewhere in the EU. It ie. Generally, you will need to contact whoever
VAT and customs duties payable when you is vital, then, that consumers find out where delivered your parcel – for example, An Post,
make your purchase. However, if the online the business is located and if any additional or the courier company – with all key details,
retailer does not collect these charges at point charges will need to be paid before entering including the reason for the refund request,
of payment, then your package may be liable into a transaction. When determining proof of payment of customs duties and VAT,
to VAT and other duties on arriving in Ireland. location, consumers should not rely on the a copy of the invoice and proof that the goods
In this case, you will receive a bill from the name of the website (for example, a website were returned. You are unlikely, however, to be
postal company or courier prior to delivery address ending in ‘.ie’ does not necessarily able to secure a refund of any administrative
and the charges will have to be paid before mean that a business is located in Ireland) fees charged for processing the VAT or
the goods can be handed over to you. The or prices displayed in euro and instead they customs duty payment.
delivery company will undertake to pass the should check the terms and conditions or
charges collected on to Revenue and it will Contact Us pages of the website for a physical
11 www.thecai.ie February 2021Lifestyle / Directory enquiry service charges
A Numbers Game –
Figuring Out Directory Enquiry Service Charges
Given the huge It has frequently been highlighted others – but figuring out which is the
by the Consumers’ Association of right number to ring is no simple task.
variation in call costs Ireland (CAI) and others that the cost Consumers should be aware
for directory enquiry of using a directory enquiry service to
find a residential or business phone
of the considerable complexity involved
in determining what a call to one of the
services, consumers number can be extremely high indeed. directory enquiry services on offer will
Undoubtedly, most people can avail cost. It depends on the number you ring,
need to do their of free ways to access business and your own service provider, the package/
residential phone numbers through the plan you are on and whether you are
homework in advance internet but those without online access ringing from a mobile or a landline phone.
and choose wisely to could find difficulty, especially now
that there is no longer a requirement
That is a lot of parameters to take into
account when you are in urgent need
avoid the potential for for a printed phonebook directory to be of a phone number. The cost typically
provided. One possible, and undoubtedly involves a connection fee plus a per-
bill shock. convenient, solution is to use a minute charge and the overall price will
directory enquiry service, with a variety rise sharply if you decide to let the agent
of different services and numbers connect you to the requested number
REPORT by Clodagh O'Donoghue advertised. However, there is potential directly. The upshot is that the charge
for significant bill shock when you for even a brief call can be eye-watering.
At a glance see what you have been charged for a So, how can a savvy consumer ensure
• Directory enquiry service charges relatively brief phone call to one of these that they do not get landed with an
• Price variations services. It must be said that some unexpectedly high phone bill? Happily,
• Comparison tool services are a lot less expensive than the Commission for Communications
12 www.thecai.ie February 2021Regulation (ComReg) provides an decision not to require that a printed separately, so that you will be charged at
enormously useful comparison tool phonebook directory be provided to the standard rate for the phone call and
that lets you see the charges involved consumers. The eir online phonebook not at the often-much-higher directory
for each 118XX number for all network directory is free of charge to use and is enquiry rate. Those who call the service
providers and plans. Consumer Choice available at www.eirphonebook.ie, with from a mobile may be able to have the
takes a look at the numbers involved in both residential and business phone number texted to them, which can be
using a directory enquiry service and numbers provided. Consumers with handy, saving you having to scribble
how to figure out the least expensive no online access, however, may have to it down. This again is likely to be a lot
option. consider the use of a directory enquiry less expensive than getting connected
service when in need of a phone number, directly and incurring the directory
Demise of the printed but these services can come at a hefty enquiry rate for the entire duration of a
phonebook cost. call.
For decades, consumers primarily
used their trusty printed phonebook Directory enquiry service Figuring out the numbers
directory when they needed to find a charges There is huge variation in the prices
phone number but the continuation of A directory enquiry service provides charged for different directory enquiry
this familiar free publication has been contact information and/or onward services depending on what network you
under review for a while now. Formerly telephone connection to an individual are using and the plan or bundle that you
distributed automatically to every or business telephone number included are signed up to. As a result, it may be
household and business nationwide, in the National Directory Database much cheaper for you to use a specific
the printed phonebook for 2019/2020 (NDD), which lists all publicly available directory enquiry service – but how do
was only available on request and just landline and mobile numbers. There you know which one is best for you? In
2,399 requests were made. Of these, are a number of directory enquiry an effort to make the costs involved
298 people paid the €4.70 delivery fee, services available, all of which have as transparent as possible, ComReg
while the vast majority opted to collect five-digit numbers beginning with provides an online calculator at https://
the phonebook at a local eir store free 118 – for example, 11811, 11888 and www.comreg.ie/compare/#/directory-
of charge. With the phonebook, a copy 11850. Before making use of these enquiries that provides a detailed
of the ComReg Printed Phonebook services, consumers should be aware breakdown of the current cost of calling
Survey 2019 was included, with the aim that the cost can be high and is made a particular directory enquiry service.
of understanding consumers’ needs and up of an initial connection charge plus The consumer can state whether they
alternative options available to them in a per-minute charge. If you decide to will be using a mobile phone or a landline
the event that the phonebook was no let the directory enquiry agent connect and select their network provider and
longer produced in printed form. This you directly to the number you have their plan or bundle, and the calculator
survey found that 83% of respondents requested, then a further ‘onward call will list the charges applied by the
were over 65 years of age, 78% had never connection’ or ‘call completion’ charge is various directory enquiry services.
used an online directory and 34% had applied that can push the overall cost up From a consumer perspective,
no internet access in the home. Asked very considerably. Gauging in advance there seems to be little rhyme or
how they would find a phone number if what a directory enquiry call is likely to reason to the pricing of the different
a printed phonebook was not available cost is no straightforward matter as it directory enquiry services and you can
next year, 35.8% of respondents said varies according to: be at considerable financial loss by
that they did not know, 21.4% said that inadvertently choosing a more expensive
they would use an online directory and i) which directory service you call, option. Using the ComReg comparison
19.1% said they would continue to use tool, we checked the cost of a range
the “old” 2019/2020 phonebook. ii) who your own service provider is, and of services, selecting a number of
According to eir, the cost random plans and network providers
of printing the 2019 edition totalled iii) if you are calling from a landline or and comparing their cheapest option
€39.02 per copy and the company from your mobile phone. with their dearest. The findings for
called for an end to its requirement to both landline calls and mobile calls
publish an annual directory as it was Once the directory enquiry are featured on Tables 1 and 2 below
neither efficient nor environmentally agent provides the telephone number and illustrate the massive variation in
friendly. As the regulator, ComReg you requested, they may ask you if you charges. For example, according to our
launched a public consultation at the wish to be connected directly to that random survey, if you are calling from
beginning of 2020 and, having reviewed number. If you agree, you will then be a mobile, by choosing one directory
all submissions, it issued its decision charged the directory enquiry rate per enquiry service over another, you could
in May. Citing the low level of demand minute for however long the call lasts. pay as little as €2.45 for a four-minute
for the printed phonebook directory in To minimise the cost of the call, it is connected call or as much as €17.15 for
2019, changing consumer behaviour, and best to request the telephone number the same call – a difference of €14.70
the evolving electronic communications from the agent, write it down and make using the same network provider and on
environment with the availability of clear that you do not wish the agent to the same plan. For landline users, our
alternative directory services, and in connect you to the phone number. The survey findings show that you may be
particular the online directory currently directory enquiry call will then end able to pay as little as €2.06 for a four-
provided by eir, ComReg took the and you can dial the requested number minute connected call, but, depending
13 www.thecai.ie February 2021on your network provider and plan and number is the joint most expensive enquiry services will represent the best
the number you ring, this could rise to an option, costing a whopping €17.50 for value and, instead, do your homework
absolutely jaw-dropping €35.98. a four-minute connected call. Overall, by keying in your network provider and
The directory enquiry service several numbers featured among the plan/bundle on the ComReg comparison
number that featured most among most expensive options in our survey, tool to find out the definitive cost. Of
the cheapest options on offer in our with some repeat offenders including course, use of this service requires
random survey was 11888, with prices 11860 and 11890. Another caveat applies internet access but if you have a friend
coming in at around €2.00-€5.00 for a here also, however, again in relation to or relative with no online access in
four-minute connected call from both Vodafone, as the 11890 number came in the home, you could do the research
mobile and landline phones. However, as the cheapest option for mobile users. in advance for them to find the least
before you decide that this may be So, in all, it is a highly complex expensive directory enquiry service
your default number to call, you need and confusing area and the only option for their particular circumstance
to take into account that, for Vodafone satisfactory solution is not to jump to so that they know which number to ring
customers using a landline, the 11888 any conclusions about which directory when needed.
Table 1: Landline charges for selected network providers and plans - least expensive versus most expensive
Minutes included in Four-minute
Network Plan Number Cost per minute Connection cost connection cost connected call cost
eir Broadband
eir 11888 0.49 0.59 1 2.06
Unlimited & eir Talk
11811 3.92 3.92 0 19.60
Pure
Billsave 11888 0.82 0.73 0 4.01
Telecom
11850 7.99 4.02 0 35.98
Sky Broadband Superfast
Sky & Talk Freetime Offer - New 11888 0.50 0.59 1 2.09
Customers
11860 2.19 5.58 0 14.34
Virgin Media Freedom 250 Bundle 11890 1.20 3.70 0 8.50
11860 3.20 4.00 0 16.80
Vodafone Fibre
Vodafone 11824/11827 0.85 0.85 0 4.25
Broadband 300 & Voice
11888/11890/11891 3.50 3.50 0 17.50
Table 2: Mobile charges for selected network providers and plans - least expensive versus most expensive
Cost per Minutes included in Four-minute
Network Plan Number minute Connection cost connection cost connected call cost
Simply Unlimited Calls and
eir 111888/11822/11824/11827 0.99 0.99 0 4.95
Texts €20
11818 2.99 2.99 0 14.95
GoMo Go More 11888/11822/11824/11827 1.01 1.01 0 5.05
11818 2.99 2.99 0 14.95
Tesco
€10 Top Up 11888 0.65 0.80 1 2.75
Mobile
11860 3.15 6.30 1 15.75
Virgin Big Bundle & Virgin Mobile
11888 0.49 0.49 0 2.45
Media Unlimited
11860 3.29 3.99 0 17.15
Vodafone Chat Extra 11890 1.49 1.49 1 5.96
11818/11860 2.00 2.00 0 10.00
Source: comreg.ie. Information is correct as of 21st January 2021 and represents a random sample of providers and plans. The cheapest price per four-minute connected call on each plan is indicated in the green box and the most expensive is
indicated in the red box. For details of the charges applied by all providers on all their various plans, go to https://www.comreg.ie/compare/#/directory-enquiries.
14 www.thecai.ie February 2021MONEY / Property services
Consumer Protection Within Property Services
REPORT by Róisín Moloney-Weekes
Consumer Choice investigates the protection At a glance
afforded by the Property Services • Licensing
• Complaints
Regulatory Authority to consumers. • New regulations
Have you engaged the services of an in the provision of property services 4. Licence type D: Property
estate agent, auctioneer, letting agent aimed at ensuring protection for their management services
or management agent? Have you been clients. Both businesses that provide
involved in buying, selling or letting property services, and their employees Using a licensed property
property or do you intend to engage such who provide such services, are required services provider gives the consumer
services in the future? If so, the Property to be licensed. protection. Those property services
Services Regulatory Authority (PSRA) will providers who successfully obtain a
be of interest to you. Licensing licence are placed on a register, which
The PSRA controls and A property services provider can only is maintained and published by the
supervises property services providers to provide the service or services that PSRA at http://psr.ie/en/psra/pages/
protect consumer interests. The scope of they have a licence for. There are four registers. Consumers can use this
the PSRA, however, is not limited to only different licence types: register to find persons legally entitled
property in the bricks-and-mortar sense to provide property services. The
but also encompasses land and sites, 1. Licence type A: The auction of register identifies licensed property
cars purchased at auction, and antiques property other than land (for example, services providers by name, number,
and paintings purchased or sold through fine art, antiques, animals) licence type and location. Consumers
a property services provider. The PSRA are advised to also ask any property
requires that all registered property 2. Licence type B: The purchase or sale services provider they engage to see
services providers hold a licence. (by auction or private treaty) of land their PSRA licence card if it is not
The Property Services (Regulation) (including buildings) already displayed in their office or at
Act 2011 sets out the obligations of an auction as it should be. It is illegal
auctioneers, estate agents, letting 3. Licence type C: The letting of land to provide property services without a
agents and property management agents (including buildings) licence and property services providers
15 www.thecai.ie February 2021You can also read
